 TECHNICAL SUPPORT QUESTIONS AND ANSWERS
Q. Why does Windows Media Player disconnect sometimes when playing the broadcast?
A. The Player may be detecting your connection speed incorrectly. For Windows Media Player 7 or later, you can manually specify your connection speed. For information about manually specifying your connection speed in Windows Media Player 6.4,
in the Microsoft Knowledge Base, see article 253798.
Q. Why does Windows Media Player temporarily pause when I'm watching the broadcast?
A. Your firewall could be blocking our broadcast. Some firewalls block Universal Datagram Protocol (UDP) traffic, which is the protocol required to play our broadcast. In those cases, the Player is forced to use the HTTP/TCP protocol, which causes buffering and pauses when there is network congestion. To find out whether the Player is pausing due to network congestion, you can compare the bandwidth the Player is currently using against the available bandwidth. On the View menu, click Statistics, and then click the Advanced tab. Some firewalls, such as ZoneAlarm, can prevent Windows Media Player from working, so it may be necessary to grant specific permissions to the Player. To do this in ZoneAlarm, specify medium security, or specify ports 554 and 1755 as the outgoing TCP ports.
Q. What can I do about video problems, such as if green or pink lines appear on the video, flickering or choppy video, Windows Media Player stops responding when playing broadcast, etc?
A. Check for updated drivers for your graphics card and Microsoft DirectX. You can also turn off video acceleration by doing the following:
1.
On the Tools menu, click Options, and then click the Performance tab.
2.
In the Video acceleration area, move the slider to turn off video acceleration.
Q. How do I stop the video from flickering?
A. You most likely need an updated driver for your graphics card.
Q. Why does Windows Media Player keep crashing?
A. Windows Media Player interacts with many system components, including drivers, codecs, and DirectShow filters. It is possible that the Player is not responding because of a faulty or incompatible component from another provider, such as a codec pack. Incompatibilities are known to exist with some of the components in the codec
packs. The incompatibilities can cause serious playback issues in Windows Media Player. For more information about resolving this problem, see the Using codecs FAQ.
To protect the security of your computer, be sure to only download programs, codec packs, and other items from sources that you trust. To learn more about security, see the Windows Media Player 11 or Windows Media Player 10 security statement.
Q. When I try to watch the internet broadcast, why do I only hear the sound?
A. When you watch our live broadcast, communication occurs between the Player and the Windows Media server regarding the connection speed of your computer. If the Player communicates an incorrect connection speed to the server, the server may try to thin the stream, which means that the broadcast quality decreases and the Player may lose video altogether. You can prevent this from happening accidentally by manually specifying the connection speed. In Windows Media Player 7 or later, you can specify your connection speed, by doing the following:
1.
On the Tools menu, click Options, and then click the Performance tab.
2.
In the Connection speed area, click Choose connection speed, and then select the appropriate connection speed.
Q. Why does Windows Media Player stop playing in full-screen mode?
A. Make sure your screen saver doesn't move the Player out of full-screen mode when the screen saver turns on. Also, turning off the Enable full-screen mode switch feature might solve the problem. To do this:
1.
On the Tools menu, click Options, and then click the Performance tab.
2.
Click Advanced.
3.
Clear the Enable full-screen mode switch check box.
Note that for Windows XP, full-screen controls disappear if you stop moving the mouse and the cursor is not hovering over the controls. If you want the controls to disappear more quickly, you can clear the Display full-screen controls check box (which is also located on the Advanced dialog box). Or you can use the TweakMP Powertoy for Windows XP from WMPlugins.com to adjust full-screen settings.
Q. Why doesn't my video appear unless I maximize the window, put another window in front of it, or do something similar?
A. There may be a problem with the driver for your graphics card. Check for an updated driver for your graphics card. You can also turn off video acceleration by:
1.
On the Tools menu, click Options, and then click the Performance tab.
2.
In the Video acceleration area, move the slider to turn off video acceleration.
Q. How do I stop Windows Media Player from acting as if I'm always offline?
A. Click the File menu and make sure that " Work Offline" is not selected. Also, you can make Windows Media Player connect to the Internet by doing the following:
1.
On the Tools menu, click Options.
2.
In the Player tab, select the Connect to the Internet (overrides other commands) check box.
If the problem continues, run the Internet Connection Wizard by doing the following:
1.
Click Start, click Run, and then type icwconn1.exe.
2.
Click OK.
If you have Windows Media Player 7 installed, for more information about troubleshooting an Internet connection, in the Microsoft Knowledge Base, see article 272487. If your computer is behind a firewall, see Firewall information for Windows Media Services 9 Series for information about configuring User Datagram Protocol (UDP) and the Transmission Control Protocol (TCP).
Some firewalls, such as ZoneAlarm, can prevent Windows Media Player from working, so it may be necessary to grant specific permissions to the Player. To do this in ZoneAlarm Pro, specify medium security, or specify ports 554 and 1755 as the outgoing TCP ports. Also, some sites require that you have cookies turned on before you are allowed to play content, so if you have cookies turned off in your Internet browser, the Player might not be able to play some files.
Q. I get an error message that access is denied when I try to configure my Internet connection. How do I fix this?
A. When you try to use the Internet Connection Wizard to configure your Internet connection, you may get the following error message: "Access Denied: You are restricted from running the Internet Connection Wizard. Contact your Network Administrator for more information." For more information about resolving this connectivity issue, in the Microsoft Knowledge Base, see article 246883.
Q. Why do I get a failure in Tapisrv32.dll or in Unimodem.dll when I try to watch the broadcast?
A. The Telephony Application Programming Interface (TAPI) support for your modem is not functioning correctly. For more information about fixing this problem, in the Microsoft Knowledge Base, see article 253798. For Windows Media Player 7 or later, manually specify your connection speed.
Q. Why do I see "Fatal exception error OE in VxD Logger (03)" or a blue screen when I watch the broadcast?
A. For information about resolving this problem, in the Microsoft Knowledge Base, see article 253798.
Q. Why don't the values for "Bandwidth in use" and "Selected bit rate" match in the Statistics dialog box when I'm watching the broadcast?
A. When you watch our live broadcast, the value displayed in Bandwidth in use may
be higher than the value shown in Selected bit rate. This occurs because Bandwidth in use includes the total bandwidth, including overhead bandwidth used for the Windows Media stream and for network traffic. Selected bit rate includes only the actual bit rate of the content being streamed.
Q. How do I get the Player to play in full-screen mode on a second monitor?
A. Windows Media Player can only play in full-screen mode on the primary monitor. For more information about changing your primary monitor, see Windows Help and Support.
Q. Why is seeking disabled when I watch the live broadcast?
A. When you watch our live broadcast or listen to Lifewaves Radio, seeking is not
supported by Windows Media Player.
Q. How do I find information about error messages?
A. To find the error code identification number for a particular error message, on the error message, do one of the following:
• Click the Web Help button. A Web page is displayed. The specific error code identification number is mentioned in the first sentence (for example, C00D1197).
• Click the More Information button. A Help topic is displayed. The specific error code
identification number is mentioned in the title or at the bottom of the topic.
Q. My question is not listed here. How can I get more help?
A. See Windows Media Player Help. To access Help, start Windows Media Player and then press F1.
Additional resources are available on Microsoft's website by clicking here.
You can click here to send us an email with your technical support question. Be sure to provide specific details about your problem, your computer, and your Internet speed.
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